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GDS’s research into AI in government – and how to deliver real value

Chad Bond

Here at Zaizi, we’re passionate about the transformative power of humans and technology. But sometimes, the conversation around artificial intelligence (AI) can feel abstract and disconnected from the practical realities of implementation. 

Recent research from the Government Digital Service (GDS) and discussions around digital professions offer valuable insights into the current landscape. 

It highlights the challenges and the opportunities for making AI deliver real value — beyond simply paying for a Copilot license.

GDS used the research findings to inform cross-government guidance, including the Generative AI Framework and the AI Playbook for the UK Government. 

WATCH WEBINAR: A civil servant’s guide to getting AI projects off the ground

GDS research: Unpacking the AI misconceptions

The GDS research — which involved surveys and interviews with 150 officials across over 20 departments between late 2023 and early 2024 — aimed to understand what civil servants need to use AI safely, confidently, and effectively. 

A key takeaway is that many civil servants hold “misconceptions” about artificial intelligence.

The blog highlights that while awareness of AI has increased, particularly familiarity with tools like chatbots, the understanding of AI is often narrowly shaped by the prominence of generative AI. This leads to some participants associating AI primarily with generative AI tools. 

It says this “misconception that AI means large language models and chatbots can make managing stakeholders’ expectations complicated. Generative AI tools are not the solution to every problem and present issues of accuracy, potential bias, and, in some cases, sustainability”.

The research found that while there are misconceptions, civil servants “showed a good understanding of the potential risks of AI,” including concerns around privacy, bias, ethics, plagiarism, security, and potential for misuse. 

They are also aware of the “additional complications and responsibilities when using AI in government, due to the nature of the data used and the reach and impact of government services”.

READ: How to kickstart AI projects in government — lessons from Border Force, HMRC and GIAA

“Providing relevant, real examples”

Real-world examples or case studies are a great way to demystify AI, move beyond theoretical discussions, and showcase tangible applications.

The blog emphasises the importance of “providing relevant, real examples, and opportunities to experiment with AI” to support public servants in making the most of AI. 

The key to unlocking the true potential of AI lies in making it simple and focusing on specific, impactful use cases.

Zaizi’s work improving border security exemplifies what  “good” looks like. We collaborated with Border Force to demonstrate how AI could add significant value to an operational environment and drive further efficiencies. 

This example aligns with GDS’s recommendation to use case studies to demystify AI. AI implementation doesn’t need to be a complex, years-long endeavour. 

By addressing misconceptions and focusing on well-defined problems, organisations can move beyond hype to deliver tangible AI value across sectors. 

And as GDS notes, practical examples from government helps “build awareness and inform good practice.”

We’ve researched AI solutions in public-facing services and internal government systems. We’ve also developed a process integrating AI within user-centred design to accelerate service development while maintaining focus on user needs.

If you’d like to speak to Chad or find out more about our AI work, please get in touch. 

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